- Joined
- Apr 28, 2022
- Location
- LA
I was betting $10 per spin using cash funds not bonus funds and got all 3 bonus symbols to unlock a spin on the bonus wheel which has 21 prizes ranging from 5x-500x your bet & 5 jackpot prizes which were $1k-$463k at the time.
However, the bonus wheel didn't open and no prize was awarded. I took a sreenshot along with a video of myself opening and closing the menu and exited the game and contacted their support team.
I explained the issue and sent the screenshot, a few minutes later the support agent replied and accused me sending "edited images", called me a "mentiroso" (spanish for liar), and said he was going to escalate the false claim.
Later in the day I finally got to speak to a supervisor & after reviewing my conversation with the support rep the supervisor apologized for the way I was treated and said it was "very unprofessional" & he said from experience he could tell right away that the image I sent was not edited but they needed more time to investigate what went wrong. Meanwhile he issued me a $150 bonus with a 35x rollover to make up for how the support agent acted.
I called to get an update and I was told the case was closed because the bonus I received was $100 for how I was treated & $50 was compensation for the actual issue with the bonus/jackpot wheel.
I asked them: "how would a $50 bonus with 35x rollover would be considered compensation for a spin on the jackpot wheel with a $10 bet using cash funds?"
I was told that their investigation concluded that it was a "display error" and what was shown on my screen was not the true outcome.
More info on this casino here.
However, the bonus wheel didn't open and no prize was awarded. I took a sreenshot along with a video of myself opening and closing the menu and exited the game and contacted their support team.
I explained the issue and sent the screenshot, a few minutes later the support agent replied and accused me sending "edited images", called me a "mentiroso" (spanish for liar), and said he was going to escalate the false claim.
Later in the day I finally got to speak to a supervisor & after reviewing my conversation with the support rep the supervisor apologized for the way I was treated and said it was "very unprofessional" & he said from experience he could tell right away that the image I sent was not edited but they needed more time to investigate what went wrong. Meanwhile he issued me a $150 bonus with a 35x rollover to make up for how the support agent acted.
I called to get an update and I was told the case was closed because the bonus I received was $100 for how I was treated & $50 was compensation for the actual issue with the bonus/jackpot wheel.
I asked them: "how would a $50 bonus with 35x rollover would be considered compensation for a spin on the jackpot wheel with a $10 bet using cash funds?"
I was told that their investigation concluded that it was a "display error" and what was shown on my screen was not the true outcome.
More info on this casino here.
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